Original Email Message Headers (Gmail)
If you receive an email that requires further investigation we will require you (the recipient of the email) to provide the original message headers.
Email Headers are a recording of all of the steps that an email goes through from the moment the send button is clicked, through to landing at the recipient side on the other end. Think of it a bit like when you track a parcel with a courier. It tells you each step of the process, where your parcel is and how long it will be until it gets to you.
Instructions for your email client (tool/program):
Note:
- The best headers are from the recipient.
- You will need to copy and paste the headers in full. We cannot use a screenshot, and we cannot use a link that goes into their account.
- If the recipient forwards you the affected email - this is not useful.
Here is a video on how to get those headers:
1. Open the original email in gmail.com
Note that it must be the original. If you open a forward, or a copy then we will not get the correct information.
2. Click on More
In the upper right hand side, next to the reply button click the three vertical dots.
3. Click on Show original
This will open a new tab in your browser.
4. Click on Copy to clipboard
In the new Window click the blue button on the right hand side.
5. The Message Headers are now in your clipboard.
Return to the email from support@sixfive.io
Hit Reply, and paste the contents of your clipboard.
Click send.
